Importance of Communication Communication Exchanging messages between sender

Importance of Communication • Communication – Exchanging messages between sender and receiver • Message exchange – Verbal, nonverbal, written, and electronic • Need for communication excellence

Patient Well-Being • Respect and understanding of individual patients and their needs • Speed of patient recovery • Stressors to the patient • Poor communication can lead to fatal errors

The Communication Process 1. Set communication goals 2. Create message 3. Deliver message 4. Listen to response 5. Offer feedback and seek clarification 6. Evaluate encounter and revise message

Set Communication Goals • • • Ask specific questions Deep level of communication Goals come in many forms Show sincere concern for patient’s welfare Establish trust Enhance patient’s self-esteem

Collect Information • Factors to consider – Patient’s level of understanding – Emotional factors – Physical factors – Urgency of communication

2. Create the Message • Ask questions – Closed-ended – Open-ended – Using humor - Probing - Leading

3. Deliver the Message • Nonverbal communication – Body language – Facial expressions – Use of touch

4. Listen to the Response • Listening is an active process – Concentration – Attention – Observation – Empathy

5. Offer Feedback and Seek Clarification • • Paraphrasing Reflecting Asking questions Requesting examples

6. Evaluate the Encounter • Was the communication goal met? • If not met, identify the difficulty • Communication barriers

Patients with Special Needs • Terminally ill • Those in pain, medicated, confused, or disoriented • Hearing, visually, or speech impaired • Angry • Foreign language speaker

Special Applications • • Telephone communication Patient education Group presentations Handling gossip